Dexcomm Answering and Communications Services Privacy Policy

1. SCOPE OF THIS POLICY

This Privacy Policy applies to:

• Visitors to our websites (dexcomm.com and related domains)

• Business clients who contract with us for answering services

• Callers whose calls are handled through our services on behalf of our clients

• Job applicants and employees (covered by separate internal policies)

2. INFORMATION WE COLLECT

 

2.1 Information from Website Visitors

We collect the following types of information when you visit our websites.

Information You Provide Directly:

• Contact information (name, email address, phone number, company name)

• Information submitted through contact forms, demo requests, or service inquiries

• Account credentials if you register for client portal access

• Communication preferences and marketing opt-in/opt-out choices

Information Collected Automatically:

• Device and browser information (IP address, browser type and version, operating system)

• Usage data (pages viewed, time spent on pages, navigation patterns, referring URLs)

• Cookies and similar tracking technologies (see Section 5 below)
  

 

2.2 Information from Call Handling Services

As an answering service provider, we process information on behalf of our business clients, including:

Call Data:

• Caller phone numbers and contact information

• Call recordings and transcripts

• Date, time, and duration of calls

• Caller messages and service requests

• Dispatch and routing information

Client Business Data:

• Client account information and service preferences

• Client business hours and on-call schedules

• Custom scripts and call handling protocols

• Billing and payment information

AI-Assisted Service Data:

• Call interactions processed through our AI-powered answering technology

• Automated transcriptions and classifications

• Quality assurance and training data derived from call interactions

2.3 Information from Business Clients

When you become a Dexcomm client, we collect:

• Business contact information and authorized representatives

• Billing information (credit card details, ACH information)

• Service configuration preferences and custom protocols

• Communication and reporting preferences

• Contract and agreement documentation

3. HOW WE USE YOUR INFORMATION

 

3.1 Website and Marketing Purposes

We use information collected from website visitors to:

• Respond to inquiries and provide requested information about our services

• Send marketing communications about our services (with your consent)

• Analyze website usage to improve functionality and user experience

• Administer promotions, surveys, and other interactive features

• Measure marketing campaign effectiveness

 

3.2 Service Delivery and Operations

We use information collected through our answering services to:

• Answer calls, take messages, and dispatch information on behalf of our clients

• Maintain accurate records of call interactions

• Route and escalate calls according to client protocols

• Process AI-assisted call handling through our hybrid answering system

• Generate reports and analytics for our clients

• Provide quality assurance and agent training

• Improve our service offerings and AI capabilities

• Ensure proper billing and account management

 

3.3 Legal and Business Purposes

We may use your information to:

• Comply with legal obligations and respond to lawful requests

• Protect our rights, property, and safety, and that of our clients and users

• Enforce our terms of service and other agreements

• Conduct internal business operations, audits, and analysis

• Facilitate business transactions such as mergers or acquisitions

 

4. HOW WE SHARE YOUR INFORMATION

 

4.1 Sharing with Clients

For Call Data: Information collected from callers is shared with the specific business client on whose behalf we are providing services. This is the primary purpose of our service.

 

4.2 Service Providers and Business Partners

We share information with third-party service providers who perform services on our behalf, including:

• Technology infrastructure providers (hosting, cloud services, telecommunications)

• AI and machine learning service providers

• Payment processors and billing services

• CRM and business intelligence platforms

• Customer support and ticketing systems

• Marketing and analytics platforms

 

4.3 Business Clients and Partners

We may share aggregate, de-identified information with:

• Current and prospective business clients

• Industry partners and associations

• Technology partners (such as home services software platforms)

This information does not identify individual callers or contain personally identifiable information.

 

4.4 Legal Requirements and Protection

We may disclose information when we believe in good faith that disclosure is necessary to:

• Comply with applicable laws, regulations, or legal processes

• Respond to lawful requests from government authorities

• Enforce our contracts and policies

• Protect the rights, property, or safety of Dexcomm, our clients, or others

• Investigate and prevent fraud, security issues, or technical problems
  

 

4.5 Business Transfers

In the event of a merger, acquisition, reorganization, bankruptcy, or sale of assets, your information may be transferred to the successor entity. We will provide notice before your information becomes subject to a different privacy policy.

 

4.6 With Your Consent

We may share information for any other purpose with your consent or at your direction.
Marketing Limitations: We will not sell or share your personal information with third parties for their own marketing purposes. We do not share mobile phone numbers with third parties for marketing or promotional purposes.

 

5. COOKIES AND TRACKING TECHNOLOGIES

 

5.1 Types of Cookies We Use

We use the following types of cookies and similar technologies.

• Essential Cookies: Necessary for website functionality, security, and service delivery. These cannot be disabled.

• Analytics Cookies: Help us understand how visitors use our websites, which pages are most popular, and how we can improve user experience.

• Functional Cookies: Remember your preferences and settings to provide enhanced functionality.

• Marketing Cookies: Track your visits to our website to deliver relevant advertisements and measure campaign effectiveness.

 

5.2 Managing Cookies

You can control cookies through your browser settings. Most browsers allow you to:

• View what cookies are stored and delete them individually or all at once

• Block third-party cookies

• Block all cookies from specific sites

• Block all cookies from being set

• Delete all cookies when you close your browser

Note: Disabling cookies may limit your ability to use certain features of our websites.

 

5.3 Do Not Track Signals

Some browsers include a "Do Not Track" (DNT) feature. Our websites do not currently respond to DNT signals, but we limit third-party tracking as described in this policy.

 

6. DATA SECURITY

We implement and maintain reasonable administrative, technical, and physical security measures designed to protect your information from unauthorized access, use, disclosure, or destruction, including:

Technical Safeguards:

• Industry-standard encryption protocols (including SSL/TLS for data transmission)

• Secure data storage with restricted access controls

• Firewalls and intrusion detection systems

• Regular security assessments and vulnerability testing

Administrative Safeguards:

• Employee training on data privacy and security

• Access controls limiting information access to authorized personnel only

• Confidentiality agreements with employees and contractors

• Regular policy reviews and updates

Physical Safeguards:

• Secure facilities with controlled access

• Backup and disaster recovery procedures

• Secure destruction of physical records

Your Responsibility: You are responsible for maintaining the confidentiality of any passwords or account credentials you use to access our client portal or services. Do not share your access credentials with anyone.
No Guarantee: While we implement strong security measures, no system is completely secure. We cannot guarantee the absolute security of your information, and you provide information at your own risk.

 

7. DATA RETENTION

 

7.1 General Retention Periods

We retain your information for as long as necessary to fulfill the purposes outlined in this policy, unless a longer retention period is required or permitted by law.

Website Data: Information from website visitors is retained for as long as you maintain an account with us or as needed for marketing and analytics purposes. You may request deletion at any time.
Business Client Data: Account and billing information is retained for the duration of the business relationship and for up to 7 years thereafter for legal, accounting, and regulatory compliance purposes.

 

7.2 Legal Obligations

We may retain information longer when required by law, such as:

• Tax records and financial documentation (typically 7 years)

• Records subject to legal holds or pending litigation

• Records necessary to establish, exercise, or defend legal claims

 

7.3 Deletion Upon Request

Subject to legal and contractual obligations, we will delete your information upon request as described in Section 8 below.

 

8. YOUR PRIVACY RIGHTS AND CHOICES

 

8.1 Access and Correction

You have the right to:

• Access: Request a copy of the personal information we hold about you

• Correct: Request correction of inaccurate or incomplete information

• Update: Modify your contact preferences and account information
  

 

8.2 Deletion and Erasure

You have the right to request deletion of your personal information, subject to certain exceptions for:

• Completing transactions or providing requested services

• Complying with legal obligations

• Detecting and preventing fraud or security incidents

• Maintaining records for internal business operations

Note for Callers: If you are a caller whose information was collected while calling one of our business clients, you must contact that business directly to request deletion, as we process that information on their behalf.

 

8.3 Marketing Communications

You can opt out of marketing communications at any time by:

• Clicking the "unsubscribe" link in any marketing email

• Emailing unsubscribe@dexcomm.com

• Calling (800) 252-5552

• Updating preferences in your client account portal
  

You will continue to receive transactional and service-related communications even after opting out of marketing.

 

8.4 California Privacy Rights (CCPA/CPRA)

If you area California resident, you have additional rights under the California Consumer Privacy Act:

• Right to Know: You may request disclosure of the categories and specific pieces of personal information we have collected, the sources of that information, our purposes for collecting it, and the categories of third parties with whom we share it.

• Right to Delete: You may request deletion of your personal information, subject to certain exceptions.

• Right to Opt-Out of Sale:  We do not sell personal information as defined by the CCPA. However, you have the right to know if this practice changes.

• Right to Non-Discrimination: We will not discriminate against you for exercising your privacy rights.

• Authorized Agent: You may designate an authorized agent to make requests on your behalf. We may require verification of the agent's authority.

Verification: To protect your privacy, we may need to verify your identity before responding to privacy requests. We will typically ask for information that matches what we have on file.

Response Timing: We will respond to verifiable requests within 45 days, with the possibility of a 45-day extension if needed. We will notify you if an extension is necessary.

To exercise California privacy rights, contact us at privacy@dexcomm.com or call (800) 544-4775.

 

8.5 Other State Privacy Rights

If you are a resident of another state with comprehensive privacy legislation (such as Virginia, Colorado, Connecticut, or Utah), you may have similar rights. Contact us using the information in Section 12 to exercise your rights or ask questions about applicable privacy laws.

 

9. CHILDREN'S PRIVACY

Our websites and services are not directed to children under 18 years of age. We do not knowingly collect personal information from children under 18. If you are under 18, do not:

• Use or provide any information on our websites

• Register for an account

• Provide any information about yourself, including your name, address, telephone number, or email address

If we learn that we have collected personal information from a child under 18 without parental consent, we will delete that information promptly. If you believe we have collected information from a child under 18, please contact us immediately at privacy@dexcomm.com.
Note for Business Clients: If your business serves children and we handle calls from or about minors on your behalf, you are responsible for obtaining any necessary parental consent and complying with the Children's Online Privacy Protection Act (COPPA) and similar laws.

 

10. INTERNATIONAL DATA TRANSFERS

Dexcomm is based in the United States, and our services are primarily intended for users located in the United States. All information we collect is processed and stored in the United States.
If you are located outside the United States: By using our services or providing information to us, you acknowledge that your information will be transferred to, processed, and stored in the United States, where privacy laws may differ from those in your jurisdiction. We will take reasonable steps to protect your information in accordance with this Privacy Policy.

 

11. THIRD-PARTY WEBSITES AND SERVICES

Our websites may contain links to third-party websites, services, or platforms, including:

• Our business partners and technology integrations

• Social media platforms

• Client websites and resources

• Industry associations and resources

We are not responsible for the privacy practices of these third parties. This Privacy Policy applies only to information collected by Dexcomm. We encourage you to read the privacy policies of any third-party websites or services you visit.

 

12. CONTACT INFORMATION

If you have questions, concerns, or requests regarding this Privacy Policy or our privacy practices, please contact us:

• Email: privacy@dexcomm.com

• Phone: (800) 252-5552

• Mail:

Dexcomm - Privacy Department
Answering Bureau, Inc.
518 Patin Rd
Carencro, LA 70520
Response Time: We will respond to privacy inquiries within 30 days.

 

13. UPDATES TO THIS PRIVACY POLICY

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. When we make changes, we will:

• Update the "Last Modified" date at the top of this policy

• Post the revised policy on our website at https://dexcomm.com/privacy

• For material changes, provide prominent notice on our website or notify you directly via email if we have your contact information

Your Continued Use: Your continued use of our services or websites after we post changes constitutes your acceptance of the updated Privacy Policy. We encourage you to review this policy periodically to stay informed about how we protect your information.

 

14. SPECIAL PROVISIONS FOR CALL HANDLING SERVICES

 

14.1 Call Recording Notice

All calls handled by Dexcomm may be recorded for quality assurance, training, and service delivery purposes. When you call one of our business clients and your call is answered by Dexcomm, you will typically hear a message informing you that the call may be recorded or monitored.
By continuing the call after receiving this notice, you consent to the recording. If you do not consent to being recorded, please inform the agent immediately.

 

14.2 Role as Service Provider

For information collected through our call handling services, Dexcomm acts as a service provider on behalf of our business clients. Our clients are the primary controllers of this information and are responsible for:

• Determining the purposes and means of processing caller information

• Obtaining necessary consents from callers

• Responding to privacy requests from their customers/callers

• Ensuring compliance with applicable privacy laws for their business

If you are a caller and wish to exercise privacy rights regarding information collected during a call, please contact the business you called directly. That business is responsible for managing your privacy rights regarding information collected through our services on their behalf.

 

14.3 AI-Powered Services

Our Total AI Hybrid Answering System uses artificial intelligence, machine learning, and large language model (LLM) technologies to assist with call handling, transcription, categorization, routing, and caller interaction. These technologies enable our system to engage callers in real-time conversation, collect necessary information, and deliver accurate service.
Live Call Processing: During active calls, our AI system processes personal information provided by callers—including names, addresses, phone numbers, and service details—as necessary to deliver the requested service. This processing includes:

• Converting call audio to text in real time

• Engaging in natural language conversation to collect and verify caller information

• Identifying call intent, urgency, and service category

• Routing calls according to client preferences

• Generating call summaries, transcripts, and reports for client delivery

• Personal information collected during calls is encrypted in transit and at rest, retained only as long as necessary to fulfill service obligations, and accessed only by authorized personnel and systems.

Third-Party Service Providers: Our AI system may utilize third-party technology providers, including cloud-hosted large language model services, to process calls in real time. When personal information is transmitted to these providers:

• It is used solely for the purpose of delivering our call handling services

• Our agreements with these providers prohibit them from using caller data to train their own models

• Data transmission is encrypted and subject to the provider's enterprise dataprotection terms

• We regularly review provider data handling practices for compliance with this policy

A list of our current third-party AI sub-processors is available upon request.

AI Training and Improvement: We may use call data to train, evaluate, and improve our AI models. Prior to use in any training or model improvement process, call data is de-identified by removing or replacing personal identifiers including caller names, phone numbers, addresses, and other directly identifying information. De-identified training data:

• Cannot reasonably be used to identify individual callers

• Is used solely to enhance service quality, accuracy, and performance

• Is stored separately from production call data with restricted access

• Is subject to periodic review to assess re-identification risk

 

15. LEGAL BASIS FOR PROCESSING (FOR EEA/UK USERS)

If you are located in the European Economic Area (EEA) or United Kingdom, our legal basis for collecting and using personal information depends on the specific information and context:

• Contract Performance: Processing necessary to provide services you have requested or contracted for

• Legitimate Interests: Processing necessary for our legitimate business interests (such as improving our services, fraud prevention, and network security), provided these interests do not override your rights

• Legal Compliance: Processing necessary to comply with legal obligations

• Consent: Where we have obtained your explicit consent (you may withdraw consent at any time)

Effective Date: This Privacy Policy is effective as of February 9, 2026.

© 2026 Answering Bureau, Inc. d/b/a Dexcomm. All rights reserved.